Subscription/ payment problems

[Aslak]

I received a message on my account saying there was a problem with my payment card for the monthly subscription. I added a new card, but every time I tried, I got an error message from Arlo saying the payment could not be processed.

I therefore attempted to make the payment multiple times using different cards, but I kept getting the same error message. When I finally used PayPal, the payment went through, and I thought everything was fine.

The next day, however, I saw that my cards had been charged 10 times on the same day for the monthly fee.

I am unable to get in touch with support because it says that my account is linked to Verisure – which is incorrect. I have contacted Verisure, and they have confirmed that there is no link between my Arlo account and Verisure.

How can I get in contact with Arlo Support to have them refund the 10x monthly fees that were overcharged? I hope someone can help me. Thank you.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[BrookeN]

I received your message thank you for providing that information. Support will reach out to you as soon as possible. 

[Twalls41]

There has been a issue on my card to where you guys have taken out $60.00 on my debit card when it’s supposed to be $20.00 a month 

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[rygar747]

I've now had this issue happen twice where it cancelled my subscription even though there was no issue with my card. When I try to charge the card on file it gives an error. I saw on phone support for 30 minutes even though I asked them to fix it and call me back because I value my time and there shouldn't be anything to do on my end. My call got cut off right at the end and they did nothing. Tried to log back in today and couldn't click on the call now button because it said I didn't have a subscription SMDH! I finally was able to choose the more expensive plan, charge the card, then change back to the correct sub. If you happen to read this before investing hundreds in their cameras, I recommend you buy another brand! Life is too short to deal with this BS terrible customer service. 

[BrookeN]

Hi,

I want to apologize for any frustration you felt when contacting support. That is not at all how we want our customers to feel. I would be more than happy to help you. Can you please dm me a good callback number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.